Overnight Front Desk Agent

3 days ago

Miami, Florida, United States Think Hospitality Full time
Job Title: Overnight Front Desk Agent

Think Hospitality is seeking a highly skilled and detail-oriented Overnight Front Desk Agent to join our team. As a key member of our front office team, you will be responsible for ensuring the smooth operation of our hotel's front desk during the overnight shift.

Key Responsibilities:
  • Accurately balance hotel room revenue, food and beverage, retail outlets, valet postings, house accounts, and settlements in Opera and Micros.
  • Perform and settle all end-of-day procedures, including preparing emergency back-up reports and ensuring no pending departures or special requests for VIPs have been met.
  • Conduct front office functions, including receiving handovers from the previous shift, reading and initialing the log book, and following up on any requests.
  • Prepare credit limit reports for all guest folios and house accounts, noting additional credit.
  • Balance each cashier's settlement report at the end of the shift to the cashier's filled-out summary report.
  • Compare amounts for each cashier by running tapes by type and batch to the POS summary report, general cashier's deposit summary, and net cash deposit amount.
  • Noting discrepancies and balancing and auditing front office postings and settlements.
  • Ensure that corrections from the room and count sheet agree with the correction sheets and note adequate explanation and approval for unusual items.
  • Balance all credit cards, charge totals to individual cashier reports, and prepare credit cards for submission, ensuring that adding machine tapes of both soft and hard copies agree and are balanced with credit card folios.
  • Ensure all food and beverage tickets have been turned in at closing time, including banquet, cash bars, and special events.
  • Separate room service and restaurant checks, which go directly to the city ledger and/or house accounts, and balance all to guest folios POS summary report.
  • Complete daily summary and balance and audit all food and beverage outlets of the hotel.
  • Ensure Micros figures match with Opera figures before processing end-of-day.
  • Prepare and balance banquet spreadsheets, including all F&B checks for the day, F&B point-of-sale system-generated financial data, and cashiers' summary reports.
  • Balance all retail outlets and ensure retail room charges are signed and properly processed into guest folios.
  • Balance and audit all valet postings in guest folios by tickets and quantity.
  • Ensure that telephone call accounting system reporting has been completed and the system is functional, and all call charges are posted to the folio.
  • Prepare all allowances and miscellaneous charges for proper approval, description, and preparation for PC routing.
  • Guest with a balance report balanced and zeroed out nightly before end-of-day.
  • Prepare house account summary nightly and prepare for PC routing.
  • Perform room and tax postings (excluding selected house accounts), end-of-day rollover, and CC settlements in Opera and Micros.
  • Organize the night audit work in an orderly manner for distribution to the income auditor.
  • Report any problems or discrepancies to the night manager, income auditor, and assistant financial controller on a daily basis.
  • Ensure the copy and back-up procedures are properly completed on the hotel's computer system.
  • Coordinate newspaper delivery and check for special newspaper requests.
  • Prepare and distribute all end-of-the-day reports.
  • Process no-shows and cancel reservations.
  • Ensure wake-up calls are processed.
  • Update pass-on log, enter new day's arrivals/departures, VIPs, etc.
  • Perform any additional duties assigned by the director of finance, assistant, and/or income auditor.
  • Report any guest issue or emergency situation to the night manager.
  • Project a professional, friendly, and courteous image to guests and staff.
  • Provide detailed information to guests regarding hotel services, hours of operation, key personnel, daily activities, and special functions.
  • Assist in relocating guests when necessary, in a professional and diplomatic manner.
  • Prepare registration cards for new arrivals, process early departures, and handover information to the AM shift.
  • General
  • To understand and strictly adhere to the rules and regulations established in the employee handbook and the hotel's policy on fire, hygiene, health, and safety.
  • To always work to the best of your ability.
  • To be financially aware and aim to strive for a successful profitable business.
  • To report for duty punctually following the correct clock-in procedures.
  • To be groomed and dressed as stipulated in the staff handbook, including wearing the correct clean uniform at all times.
  • To maintain a high standard of personal appearance and hygiene at all times.
  • To maintain a good rapport and working relationship with all.
  • To be fully aware and cooperate with all the security policies.
  • To handle guest and employee inquiries to the best of your ability in a courteous and efficient manner and report guest complaints or problems to supervisors or manager on duty at all times.
  • To provide and maintain the highest possible service standards to our clientele at all times.
  • To use your knowledge to the best of your ability with regard to legal matters.
  • To never be under the influence of drugs or alcohol when on duty.
  • To be familiar with the emergency procedures of the hotel.
  • Never to communicate to any members of the press with regard to Think Hotel Group, its clientele, and the owners of the hotel.
  • Not to carry any weapons on property.

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